Site Director - Customer Service Operations - GC Services

Overview

Who We Are 

At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential.  As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional service that make a positive impact.  We believe in the power of teamwork, integrity, and the commitment to excellence.  Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us.  Together, we can make a difference. 

The Opportunity 

We are currently seeking an accomplished Site Director to lead our customer service operations for a large, strategic tolling customer in North Carolina.  The ideal candidate will have proven success leading multi-site contact center operations including customer service and collections, as well as back-office operations such as case management, invoice processing and review, image review, and transponder fulfillment.  In addition, experience managing various project support functions such as finance, HR and recruiting, and workforce planning is required.  Finally, experience leading technological innovation in the contact center / back-office environment (such as implementation of omnichannel communication strategies and self-service options) is highly preferred. 

This role requires a multi-talented leader with deep customer care and customer experience progressive work experience to help InteLogix evolve its customer care organization internally and externally, in the United States. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically about how the next shift in performance, efficiency, effectiveness, and strategic tactics will be made. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.

This role will be expected to set and executing on a customer service strategy across InteLogix direct-to-consumer markets in the United States. In addition, this role will lead an internal team, serve as the voice of the customer to executives across the business, work with product and engineering to proactively solve customer issues, build out and expand into a revenue-generating channel, and establish the analytical infrastructure to derive insights from customer care.

Responsibilities

Operational Management: 

• Provide direct oversight of the Contact Center and Back Office teams, including staff performance management, training and development, and scheduling. 
• Implement and maintain high standards for customer service, ensuring timely and accurate resolution of inquiries and complaints. 
• Analyze call center metrics and identify opportunities for improvement in efficiency, effectiveness, and customer satisfaction. 
• Develop and implement operational plans and procedures for both the Contact Center and Back Office functions. 
• Oversee technology implementations for the Contact Center and Back Office, ensuring smooth integration and user adoption. 

Financial Management: 

• Develop and manage annual budgets for the project ensuring all financial targets are achieved. 
• Implement cost-containment strategies while maintaining service excellence. 
• Conduct monthly financial reviews and reforecasts to identify areas for cost savings and revenue optimization. 
• Work closely with field FP&A team to ensure accurate financial reporting for Contact Center and Back Office activities. 
• Constantly collaborate with Workforce Management, Talent Acquisition, and Training teams to ensure quantity and quality of staffing is consistently achieved. 
• Manage P&L for the site/territory.

Program Management & Leadership: 

• Work with key internal and client stakeholders to develop and implement strategic objectives for the program. 
• Lead cross-functional teams including finance, HR, marketing, operations, and workforce management to achieve program goals and objectives. 
• Identify and manage risks associated with Contact Center and Back Office operations. 
• Proactively address customer concerns and complaints. 
• Foster a positive and results-oriented work environment for Contact Center and Back Office teams. 
• Provide clear and concise communication to all stakeholders, including senior management. 
• Stay abreast of industry best practices and emerging technologies in the contact center and back-office space. 

Qualifications

• A minimum of a Bachelors’ degree is preferred, or equivalent work experience.
• 10+ years of customer care, customer service, call center operations, and/or consulting experience
• 10+ years of experience in a people management role preferred.
• 15+ years of experience in BPO/customer service/call-center preferred.
• Experience presenting to senior leadership, partnering cross-functionally, and driving change
• Complete understanding of call center operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony.
• Demonstrated leadership and ability to work independently with minimal direction.
• Demonstrated ability to establish a positive working environment, coach, and guide teams.
• Demonstrated ability developing streamlined onboarding and training programs into client programs and campaigns.
• Established competency in creating and rolling out customer service processes, policies, and procedures.
• Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements.
• Ability to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects.